Trainer - Field Training Delivery

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over 2 years old

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L2 Training Facilitator/Skills Coach

The Training Facilitator will work with our vibrant team of Learning and Development professionals to conduct various training programs (in person and virtual), including new Sales Agent on-boarding, skills coaching and progressive development of sales and customer service behaviors, ongoing up-skilling and continuing education training, as well as other training to benefit business objectives. They will be responsible for identifying training needs, documenting agent progress and gaps and collaborating on training materials as needed and periodic content development and modification of in person training materials and elearnings. The primary audience will be call center employees, but may include other employees. 

What You'll Do

  • Work with sales teams to ensure training consistency across sites and among training team
  • Lead classroom training using sound facilitation techniques and monitor new employee training to ensure courses are completed in a timely manner and tracked for completion
  • Facilitate upskilling training to help build existing agents sales skills
  • Collaborate with the content team to design to assist with the development of training materials as needed for classroom use
  • Develop and conduct new hire on-boarding training, as well as other training as needed
  • Provide on-the-job coaching and performance management of new hires during initial onboarding and ongoing as appropriate
  • Provide regular performance documentation of new hires during onboarding to sales managers and appropriate operational management team
  • This role will be on premise when possible with some option for partial virtual

 

What You'll Need

  • A passion for learning and development and a desire to support our employees in gaining the skills and knowledge they need to be successful in their sales roles
  • A high level of capability in creating a hospitable learning environment for a diverse population of participants
  • A dynamic and energetic presentation/facilitation style, both in person and with large groups, that creates engagement and effective learning outcomes
  • The ability to flexibly juggle multiple overlapping tasks like classroom facilitation, student questions, tech issues, and other regular surprises inherent in working with dynamic humans. A sense of humor is beneficial as well.
  • At least 4 years prior experience as a trainer/facilitator in a virtual or in person classroom setting, particularly in a call center environment, or a learning & development related degree
  • Sales experience preferred 
  • Bachelor’s Degree preferred 
  • Demonstrated leadership experience preferred
  • Proficient in Google Suite with some experience preferred in Storyline, Camtasia and Cornerstone LMS
  • Professional level verbal and written communication skills
  • Critical thinking and creative problem-solving skills; must be flexible and able to adjust to frequent changes in training priorities and schedules to accommodate business needs including potential nights and weekends
  • Proven ability to work well as a team player as well as work independently with limited supervision
  • A high degree of demonstrated professionalism
  • High level organizational skills to meet tight deadlines
  • Experience in a Call Center is preferred

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.